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Users want visibility into the recommended solutions before contacting support

  • Microsoft’s long-term goal is to provide the user with resources and articles, specifically curated to their device model and issue, to reduce the number of requests and increase customer satisfaction. The flow was designed taking this into account. Once the data becomes available, the content would be added after the “description” field. This would potentially resolve a portion of the issues and reduce the amount of requests submitted.

  • To further reduce time spent resolving the issue with the support representative over the phone, the user has the option to attach error messages or other files relating to their scenario. This gives the support representative the ability to further investigate the issue before contacting the user.

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